The Home Depot ,Inc. — Local services in Lake Elsinore

Dear Home Depot,

I am writing to explain about a highly negative experience I had with Home Depot this past weekend. I am still very upset by the situation and the stress that it placed on myself and my family.

I reserved a moving box truck through the HD website on 2/17/2022 reservation #209** for the Lake Elsinore store #8988. I received a text from HD at 6 pm on Friday 2/25/22 stating that my item was no longer available. I immediately called the tool/truck rental desk and spoke with Jacqueline about the text I received. She was apologetic and professional and stated that the on-line system does not speak to the in-house store system regarding reservations. I explained that it was imperative that we had the truck at the time I reserved it, as we had a very small window of time that we could move from a multi-story building being the very last weekend of the month, obviously many people move during this time and a reservation for the moving elevator had been made. Again, Jacqueline did what she could do to appease me, she explained that it was uncertain whether the renter of the truck would return in by 8 am the next day. I told her what could I do but show up and hope that the renter of the truck did return it by the time my reservation had indicated. Of course, Jacqueline also explained that since the reservation had been canceled by HD that I no longer had dibs on the truck because she could not reserve the truck again due to it still being out in less than 4 hours of the store closing. WOW!! was I sick to my stomach over this process.

The next morning I phoned at 6am and this time spoke with Mauricio who stated the truck was still not returned and he was not allowed to call the customer until after the time that they were suppose to be returning the vehicle. I found this ridiculous since I was the one who had the reservation! Anyhow, I showed up to the store at 730 am to wait for the truck. Mauricio had advised me that South Corona store had a truck so in the meantime, a family member drove there and by the time she arrived, that truck was gone. I waited until 8:45 am and no truck arrived. Mauricio had my information and said they would phone me when the truck was returned. Frantically, I searched for any moving trucks and finally found a U-haul in Ontario 37 miles in the opposite direction available. Never did I receive a phone call from anybody at HD regarding the debacle.

I am shocked and appalled at this experience and find it disgraceful that the store employees are forced to deal with such an obvious disconnect in your system. As if moving isn't stressful enough and then having to go through this. For obvious reasons, I would never recommend this service to anybody and hope HD can find a way to improve IT systems to communicate better. I am just a speck in the scheme of your customer base but I would hope that you can see what terrible customer service this experience was and why I might be upset and taking such time to write to you about...

If I could give zero stars I would. DO NOT USE THE KITCHEN RENOVATION/DESIGN TEAM IN THIS STORE. We moved here back in April. Due to lack of contractors that we knew of or were available, we decided to go to a big box store mostly out convenience. From the get go, during the in home design process, I was told of what I couldn't do (they didn't have knicknack shelves available. They couldn't do cabinets to the ceiling, I couldn't paint my existing cabinets, I couldn't pick out my own backsplash or colors, only what was available.) I was annoyed but I understood the liability aspect of it. After signing the contract, I had a change of heart due to the exorbitant amount of money just to do a refacing, new countertop and sink. We minimized what we wanted to do (replace the sink, the box under the sink and countertop) and did so within the 10 day allotment under contract. We were told they would let us know when everything would be available. There was a few different excuses from the company but TWO MONTHS later, everything is now in. And we were told a single date for install. Today. No explanation of what was going to be done, if it would take longer than that single date. Just the assumption that it would all be done. Now I currently have one guy in the house from the cabinet company. But no countertop being delivered today. A few phonecalls were made and we are just now finding out that it won't be installed until August 12th?!? I'm currently in the home with two very young children. I have open kitchen drawers sitting in my entryway for my kids to get into because I have nowhere to put them. I have nowhere to prepare our food or do dishes (they took out the old sink) I was told the kitchen would be covered in plastic to contain the dust and mess. There is none of that. My backyard patio is covered in broken tile and splinters. I understand lack of staff and covid and things of that nature. But to be waiting MONTHS only to find out it's going to take almost another month and I'm supposed to be ok with a demoed kitchen until then? Complete lack of communication and planning on their part. There is no number to call and complain to one particular person. We are paying the fee and yet we were told we don't even have project manager assigned to our project? Do yourself a favor, and find contractors that you can trust that will make you pay so much less than this...

As I needed some things for my home, I went to Home Depot in Lake Elsinore today. Let me tell you this was the worst experience I ever had in Customer Service. I had a List of things i needed to get, first Person I ran into I ask for help, he referred me to PRO Service Desk! I get there, I find a woman playing on her Phone, she ask me what I needed, I showed her my list and she said well sorry the woman that can help with that just went home for the day I ask if she could help me she said NO and returned to her phone, so much for Customer Service!!!! Well I thought I just find my own stuff. Nonetheless I ran into another worker there, so I ask for help again, his answer was Well I am going to Lunch now... wow, just wow!!! so i find another worker who was finally willing to help, and he was outstanding!! so I got my Stuff and I am going to checkout... so I though, they changed the regulation on giving Military Discount, great... so I sign up online.. but for whatever reason I could not get Verified... tried that about 5 times, then I was referred to the Customer Service Desk. I explained my dilemma, but the Ladies there were not much of any help at all.. Giving me an 800 number that didn't work!!.. now I been in the Store for over an hour and slightly annoyed, so the Ladies at the Service Desk told me I needed to Call customer Service online!! Are you kidding me, I am standing in front of Customer Service and they telling me to call Customer Service online???? I waited another another 25 min till the lady on the Phone said, why did they not just give you a one time courtesy discount? I said I am not sure as they seem not capable to work customer service. I had my Military ID card in my hand the whole time, like what was the problem? I am not a fake Person, my Military ID card is REAL I will not return there, Home Depot needs to treat their customers better and provide better Customer Service! You should not be allowed to play on your Phone while you are working, nor should you go to lunch until a replacement is...